Technician Standard II

Job Title: Technician Standard II
Location: Washington, DC (100% onsite from Day 1)
Duration: 06 Months Long Term

Essential Job Functions:
" Install and configure PCs with client computer image for client staff within mandated SLA
" Deliver and install provisioned equipment at user location, and perform basic installation and troubleshooting when required
" Ensure Service Level Agreement is maintained when providing service to clients
" Ship PC equipment to country offices when required
" Ensure work environment is maintained (clean, organized, and safe)
" Ensure backup, recover and data restoration for workstations
" Troubleshoot level 3 issues of the Client Print environment, covering all MFDs in all Client buildings
" Coordinate with Client Print vendor to ensure compliance of all SLA based tasks, including troubleshooting of issues, upgrades, moves, and maintenance of all MFDs
" Provide expert level resource for life cycle maintenance of Client Print environment including administration, asset management, troubleshooting, patching, documentation, delivery, and installation of MFDs
" Resolve problems through troubleshooting, root cause analysis, documentation, training, and direct assistance
" Implement OS and Application best practices around configuration, performance, and security
" Work with support all Client IT vendors and coordinate for the vendor support
" Update the vendor contact details on a regular basis
" Respond to IT support requests from clients as related to hardware and software issues via multiple sources, such as phone calls, emails, and referred tickets
" Provide on-the-spot training to clients
" Configure and install computer equipment, peripheral equipment, and other personal computing devices
" Troubleshoot and diagnose escalated problems by evaluating multiple options using checklists and guides
" Ensure compliance with IT policies, data consistency, as well as inventory management and reporting
" Maintain an accurate inventory of all IT equipment and software
" Act as department s hardware and software asset custodian and ensure equipment and licensed software are tracked and maintained in line with current policies and procedures
" Participate in project implementation and deployment efforts with team members, clients, and other IT groups
" Setup videoconferences, audio-visual equipment, and other devices for events, provide support for those.
" Provide basic mobility support on iOS and Android smartphones and tablets
" Perform Active Directory related functions (e.g. create and update access permissions)
" Ensure that Client information and systems are protected in a manner consistent with Client information security policy, procedures, and standards
" Monitor the IT Infrastructure (Servers, Applications, Database, Services and URLs and Client s Networks (LAN and WAN)) to the Client s HQ and Country Offices (CO)
" Proactively review service indicators in order to ensure adherence to service levels
" Report and respond to critical events and take corrective measures, per defined incident management processes
" Create incident tickets and notify and transfer ticket to appropriate teams
" Escalate the problem promptly to ensure high availability
" Perform and follow incident management process
" Contact and assist the appropriate groups in resolving issues
" Support and collaborate with the Network Operations Center (NOC) and/or other technical support personnel both internal and external (e.g., vendors) to offer fast resolution for all issues
" Produce and publish various reports on a regular basis (e.g., daily, weekly, monthly)
" Provide 1st Level and 2nd level network and communication link infrastructure support to the World Bank engineers, HQ IT, and Country Offices (CO)
" Perform 1st and 2nd level troubleshooting of the Client s's IP Network and Global Communications networks, including all aspects of the network infrastructure (switches, routers, specialized servers), as well as communication links infrastructure (VSAT, MPLS, IPL, Internet2, etc.)
" Work and coordinate with technical support personnel, both internal and third-party vendors, to provide fast resolutions for network and communication link problems
" Act as a point of contact for the engineers, HQ and Country Office Information Technology staff, in case of network and communication-link problems
" Provide implementation support for Global Communication projects, including acceptance testing of links in co-operation with the Country Offices IT staff, vendors, and Engineers
" Configure switch ports, operate test equipment, and use diagnostic software to perform individual tests as well as ongoing performance testing
" Execute special projects which would include but not limited to switch installation, switch card replacement, rack installs, fiber termination and trouble shooting

Educational Qualifications and Experience:
" Education: Bachelor s degree in Computer Science, Engineering or relevant field

Required Skills/Abilities:
" Strong knowledge of troubleshooting PC Operating System and Hardware issues
" Ability to install a client s standard/core software packages and new releases of these packages as instructed in written guidelines
" Exhibit pleasant, professional, and courteous workplace etiquette
" Advanced knowledge of latest Windows OS and its functions
" Advanced understanding of Internet/intranet networking, Active Directory, IP network troubleshooting, desktop, or application issues
" Expert level resource for life cycle maintenance of client PC environment, including imaging, configuration, administration, asset management, troubleshooting, patching, documentation, delivery, and implementation of hardware and software upgrades
" Advanced knowledge of desktop, laptop, tablet (Dell, Lenovo, Client, Surface)
" Ability to create, modify, and troubleshoot Active Directory group policy
" Strong administrative skills: organized, efficient, and versatile
" Strong customer service approach to dealing with people at all levels internal and external
" Capable of learning quickly from on-the-job training
" Ability to identify knowledge gaps and ask questions relevant to furthering your knowledge
" Self-reliant, resourceful, self-motivated and detail oriented
" Good knowledge of server-based printing, scanning, faxing, and Windows OS and its print functions
" Good knowledge of MFDs, integration with email, document management, and mobile systems
" Ability to identify knowledge gaps and ask questions relevant to furthering knowledge
" Able to work independently, as well as with a team
" Excellent follow-up and customer service skills
" Demonstrated ability to learn new technologies in in a timely manner
" Excellent verbal and written communication skills
" Ability to explain IT concepts to non-IT staff
" Knowledge of networks, Wi-Fi, remote access, and high-speed broadband
" Superb problem solving and analytical skills
" Ability to deal sensitively in a multicultural team environment
" Ability to quickly adapt to new situations and changing priorities
" Ability to work under pressure, meet deadlines, and handle multiple projects simultaneously
" Must be punctual, reliable, and accountable for themselves, with ability to follow through with tasks